Answering The Phone
Elite Golf is dedicated to creating great customer service by providing guests with a friendly and welcome atmosphere. Even when the guest is not in our presence, make them feel that Elite Golf facilities are the place to be. Elite Golf employees will handle all guests politely and with respect when on the phone. Phone calls must be answered within three (3) rings. Smile when talking on the phone, it will be noticed by the guest.
The Greeting
- You may be the first and only impression someone has of the facility and the golf operation, make it memorable
- Start every phone call with the Elite Golf Phone Greeting.
- The Elite Golf Phone Greeting is, “Thank you for calling facility name. This is employee name how may I help you today?”
During The Phone Call
- Put a smile on your face – it shows, even through the phone line.
- During the conversation, be pleasurable and nice; it will come across in your voice. Project a tone that is enthusiastic, natural, attentive and respectful.
- Speak clearly and distinctly; use proper English. Control speaking volume and speed.
- Be helpful and courteous and try to accommodate the caller in any way possible.
- If possible, ask for the callers name and use it during the conversation. This shows interest in the guest and their conversation.
- If for some reason we cannot accommodate the caller in their requests, try not to say “No” or “I can’t”. Instead offer other possibilities that might work for the guest. The idea is to say “No” while never actually saying the word.
- Always leave the caller feeling like they have been helped and not turned away.
- Never eat, drink or chew gum while on the telephone.
The Closing
- Before hanging up the phone, be sure to answer all of the caller’s questions.
- End every phone call with a nice closing. Example, “Thank you for calling, have a nice day.”
- Let the caller hang up first. This shows you weren’t in a hurry to get off the phone.
- Hang the phone up gently.
Problems & Situations
- Use LEAPS – Listen, Empathize, Apologize, (be) Positive, and Solve (offer solutions and/or ask what you can do to help).
- If unable to accommodate a caller or a caller has a situation that has become out of control, smile, relax, and always be courteous and helpful. Project a tone that is concerned, empathetic and apologetic.
- If it is felt that the situation has gone past a point of being able to help the guest, place the caller on hold and ask a supervisor or manager to help with the guest.
Multiple Calls & A Busy Counter
- There will be times when there are guests at the counter and three phone calls are ringing at once. The guest at the counter will always come first. If the phone starts ringing while helping a guest, ask the caller if they can be placed on hold.
- When letting an incoming caller know that they need to hold, simply state “Thank you for calling facility name please hold”. If multiple calls are put on hold, let the second, third, fourth caller know where they stand in line by stating, “Thank you for calling facility name, please hold. I have “1”, “2” calls in front of you”. This will let the caller know why they have had to wait for an extended period of time.
- If a caller has had to hold, make sure to address the situation when helping the guest by saying “Thank you for holding, how can I help you today”.